Customer Experience Specialist

Job Description

Job Title: Customer Experience Specialist

Department: Customer Relationship Management / Marketing

Company: Tropical Agrosystem (India) Pvt. Ltd.

Location: Chennai

Experience Required: 4+ Years

Reporting To: Head Marketing & Communications

Industry Exposure: Agriculture / FMCG / Agri-Inputs / Customer Experience

Company Overview: Tropical Agrosystem (India) Pvt. Ltd., part of the Jhaver Group, is a pioneer and leader in Indias crop protection and nutrition industry, offering sustainable solutions across chemical and organic segments. Established in 1969, the company blends rich heritage with innovation to improve the lives of farming communities through responsible and conscious agriculture.

Position Overview: The Customer Experience Specialist will be responsible for building and managing the companys customer relationship framework, handling lead generation and enquiry management, and driving customer-centric communication campaigns. This role will also involve close coordination with marketing, digital, and regional teams to ensure consistent engagement with farmers and channel partners through various touchpoints.

Key Responsibilities

1. Customer / Lead Enquiry Management

• Manage customer and lead enquiries from multiple sources including:
• Social Media & Business Networking Platforms
• Website & Chatbot
• WhatsApp Business Account
• Toll-Free Number (setup & management)
• Digital Lead Generation Campaigns
• Track, assign, and monitor leads to ensure timely follow-up and closure.
• Maintain accurate and updated records in CRM systems.

2. Farmer Communication & Engagement

• Conceptualize and roll out farmer communication programs aligned with product, region, and crop cycles.
• Plan and distribute customer newsletters (digital or print) highlighting product updates, success stories, and seasonal advisories.
• Design and execute customer care campaigns for awareness, loyalty, and feedback collection.

3. CRM Operations & Policy

• Develop and implement CRM Standard Operating Procedures (SOPs).
• Formulate and document Customer Care Policies to ensure uniform service standards.
• Train and support regional SPOCs (Single Points of Contact) on CRM systems, tools, and engagement protocols.
• Monitor customer queries, complaints, and feedback to ensure timely redressal and satisfaction tracking.

4. Digital & Agency Coordination

• Collaborate with and manage digital marketing agencies for CRM and engagement campaigns.
• Coordinate with internal IT and marketing teams for CRM integration, automation, and analytics.

5. CSR Coordination

• Support CSR initiatives related to farmer welfare and community engagement.
• Coordinate with internal teams and external partners for CSR project documentation and reporting.

Qualifications & Experience

• Bachelors or Masters degree in Marketing, Communications, Business Management, or related field.
• 4+ years of experience in CRM, customer service, or digital engagement roles.
• Prior experience in agriculture, agri-input, or FMCG sectors preferred.
• Strong understanding of CRM tools, lead management systems, and customer care processes.

Key Skills & Competencies

• Excellent communication skills in English & Hindi (written and verbal).
• Proficiency in MS Office and basic CRM/digital marketing tools.
• Strong coordination and interpersonal skills.
• Analytical thinking with attention to detail.
• Ability to work cross-functionally and meet deadlines.
• Customer-first attitude with empathy and initiative.